So how can you better action customer intelligence? What are some of the key steps to consider when you’re building out your game plan?

There’s a joke in the English town of Norwich that everyone either works in a church, in a pub, or in the insurance industry. Luckily for the customers of IAG, Julie Batch’s family worked in insurance, and instilled in her a set of values she has carried through to her current role as chief customer officer.

​Citi’s global head of customer experience, Tanya Smith, has an easy way to tell whether something meets the great experience test or not: You feel better after interacting.

US-based Nike says its acquisition of data analytics firm, Zodiac, is aimed at bolstering digital capabilities and accelerating its Consumer Direct Offense strategy to serve consumers faster and more personally at scale.

Applying machine learning to the Virgin Velocity Frequent Flyers program has already seen communication effectiveness increase by 10 per cent and given teams the ability to apply advanced analytics at 10 times the pace, its data analytics chief says.

Once upon a time, meeting a partner online was not seen as conducive to a happily ever after. In fact, it was seen as a forbidden forest. However, in the modern age of time poor, stressed-out professionals, meeting someone online is not only seen as essential, it can also be considered to be the more scientific way to go about the happy ending.

Higher analytics maturity correlates with higher financial performance, company performance and brand reputation according to a fresh industry report.

Two of Australia’s marketing industry associations have stressed the need for organisations to put consumer trust front and centre and build more stringent and adaptable data governance practices as scrutiny continues around how 50 million Facebook profiles ended up in the hands of Cambridge Analytica.

News that more than 50 million Facebook user profiles were leaked to controversial political data analytics provider, Cambridge Analytica, should serve as a hefty warning to marketers on the importance of transparency with consumers about how their information is used, and more stringent governance practices around access, usage and sharing.

While many contact centres encourage agents to resolve calls quickly, that’s not really appropriate when your service exists in part to prevent people taking their own lives.

Two years ago, the data and analytics team was seen as a backwater cost centre within ANZ, a silo to be trimmed when needed that was offering little observable value to anyone. On top of this, the employee NPS score with the team was measured at minus 48, a dire position for any business that relies on its people to deliver customer experience.

​ANZ Bank has become the latest strategic investor into data sharing market place, Data Republic, under a new partnership aimed at lifting the banking institution’s data insights game.

Achieving significant productivity wins via data-driven automation and unifying business insight into a single source of truth are just two big priorities for The Iconic’s analytics and data science chief.

Health insurance provider, nib, has debuted a new ‘going to hospital tool’ designed to help customers have a better, more informed and potentially less costly experience when being admitted to hospital.

There aren’t too many Aussie marketers right now who aren’t trying to connect the experience dots and turn their customer acquisition craftsmanship into retention and advocacy. To get there, however, there’s a growing complexity of digital channels to navigate, increasing swathes and types of data to stitch together, and ever-rising consumer expectations to contend with.

Tapping artificial intelligence and real-time data capability, redesigned customer journeys and digital-led and disruptive innovation have been key priorities for IAG’s customer labs over the first half of the financial year.

When Norman Peledeau first began developing text analytics software 20 years ago, he could barely get a meeting with potential commercial clients. Now he finds himself at the helm of a company developing one of the essential tools of the social media age.

Understanding the impact and optimal combination of marketing and media tactics for success is an increasingly complicated task for marketing functions. It’s even more difficult if you want to interpret the data in a quick enough timeframe to optimise, pivot or swap out marketing programs while they’re still in-market. But this is exactly what Telstra is becoming able to do thanks to a new marketing mix modelling approach based on machine learning, rolled out in June.

Australian data analytics company, TEG, has struck an exclusive partnership with Havas Sports & Entertainment in a bid to offer marketers deeper insights into their target audience's purchase behaviour.

Ask SumoSalad co-founder and CEO, Luke Baylis, what it means to be innovative, and he’ll tell you it requires a lot of hard work, creativity and the ability to communicate.

Yogurt company, Chobani Australia, has sunk its teeth into a Qualtrics experience management platform that the company said will bring together CX insights and staff engagement metrics.